Team members Daniel Rosinsky and Kristin Lopez onboard clients and set them up for success
Daniel Rosinsky, Project Manager
As a Project Manager, Daniel takes new customers through the mission-critical onboarding period, which lasts through the step of sending live data for processing. It’s the beginning of a customer’s journey with Nordis, so Daniel and the project management team are laser-focused on providing a seamless, friction-free experience.
During the requirements gathering phase of onboarding, clients review their specific business needs and provide volumes of technical information and materials that Nordis needs to start building the client’s Expresso® program.
“Every business is unique, and Expresso is designed to handle customizations,” says Daniel. He explores growth and scalability needs so the final program sets up clients for the future. “The beauty of the platform is being able to create a tailored program and deliver a catered implementation,” he says.
Onboarding needs vary greatly. For one new client, Nordis is building a custom feature that the company will ultimately offer to all clients as an Expresso enhancement. Daniel is helping a different client that is new to CCM, so they are starting from scratch and need advice on best practices to create their documents and communications.
In all cases, Daniel focuses on ensuring clients get the most from Expresso and its suite of solutions.
“Leveraging dynamic content and the flexibility of Expresso, we’ve consolidated and streamlined clients’ statements, taking them from hundreds of versions down to a dozen or so. It’s easier for them to manage and creates self-service options for their customers,” says Daniel.
Daniel keeps Nordis’ Client Success Managers involved throughout onboardings so they see what’s being built and why and to establish a rapport and relationship with clients from the beginning.
Daniel joined Nordis in 2021, with a background in healthcare technology and data, including clinical experience – he was an emergency medical technician with FDNY, the New York City Fire Department.
An avid scuba diver and underwater photographer, when he’s not at work, you can find Daniel in a wetsuit headed to a shipwreck or another dive site. Daniel volunteers with the Coral Restoration Foundation and the South Florida Reef research team which monitors the health of local reefs. He keeps a scuba diver candy dispenser named “Cousteau” on his desk for coworkers who need a chocolate fix.
Kristin Lopez, Client Success Manager
After a client’s program goes live, Kristin steps in as the day-to-day contact, to answer questions, track metrics and milestones, and make sure everything continues to run smoothly.
She’s also in the client’s corner for any changes, from logic changes to adding an additional package. Kristin takes clients through the process, talking about their needs and what they’re looking to achieve. If it’s not something she can do on her end, Kristin champions the project with Nordis’ implementation and solutions teams and then reviews new programs, pre-release.
She says customers want “a single source of truth” versus having multiple vendors. They may have started on the Expresso platform for print and mail services, but are now using its omnichannel capabilities for their customer emails and text messaging.
“We are constantly innovating and enhancing the platform,” says Kristin. “I love that I can help my clients keep up with the changes as well as make sure they’re using all that Expresso has to offer.”
Kristin works onsite in the Coral Springs headquarters five days a week. This is important because with print and mail packages, there are times she heads to the production floor to make sure everything looks good.
Another big part of her role is to manage onboarding of new client users. If a client brings on a new point of contact to work with Expresso, Kristin oversees their hands-on training and demos. It’s something that’s crucial to ongoing program success and clients value this level of commitment.
Kristin is nearing her first anniversary with Nordis, a place that she says has an amazing culture and that makes sure everyone feels supported and seen. To contribute to that effort, she joined the company’s events committee and helps celebrate employees and clients every month.
Kristin is well-grounded in tech and people. She joined Nordis from Salesforce, where she was an account executive, bringing account management and sales experience to her position as Client Success Manager. Her career may have gone another way, though – in college, she lived for a time in London, studying fashion. Living in South Florida, Kristin and her 3-year-old daughter, Elodie, make the most of the area’s parks and beaches, romping around with the family’s 80-pound Sheepadoodle, Huxley.
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